Job Summary:
The Manager, Customer Relations is responsible for leading and developing a high-performing Customer Relations team focused on delivering exceptional service and support to Papa Johns restaurants and Quality Control Centers (QCCs). This role oversees end-to-end order management operations, ensuring order accuracy, timely issue resolution, and seamless communication between restaurants, distribution centers, and internal business partners. The Manager drives customer satisfaction through proactive problem-solving, process improvement, service excellence, team development, and operational execution while supporting key business objectives and performance metrics.
Duties and Responsibilities:
Lead and oversee order management operations in a seven-day-per-week environment, ensuring accurate, timely, and efficient order processing for all customers.
Champion a customer-first culture by delivering world-class service and ensuring prompt resolution of customer inquiries, escalations, order discrepancies, and service-related issues.
Supervise, coach, and develop Customer Relations Representatives to achieve service, performance, and customer satisfaction goals.
Monitor and manage departmental performance metrics, service levels, and key performance indicators (KPIs), implementing action plans to drive continuous improvement.
Assist in management and integrity of order entry systems to ensure accurate order processing and operational reliability.
Coordinate and manage new store openings and store closings across multiple Quality Control Centers.
Manage the processing and communication of operational changes to ensure accuracy and timely implementation.
Oversee the processing and fulfillment of non-traditional and specialized orders, ensuring exceptional service and operational compliance.
Develop, implement, and execute departmental strategies, goals, and initiatives that align with organizational objectives and customer experience priorities.
Analyze customer feedback, service trends, and operational data to identify opportunities for process improvements and enhanced customer support.
Prepare, analyze, and communicate operational reports, sales information, and performance data to support business decision-making.
Collaborate in the design, testing, implementation, and continuous improvement of systems and processes impacting restaurant ordering and customer support functions.
Serve as an escalation point for complex customer service, order management, and operational issues, ensuring effective and timely resolution.
Lead special projects and other duties as assigned in support of customer experience, and operational excellence.
Education, Experience & Certifications
High school diploma or equivalent required.
Demonstrated knowledge of general accounting. Some college level accounting classes are preferred.
Minimum of five (5) years Order Entry and/orCustomer Service experience
Five (5) years of supervisory experience is preferred.
Functional Skills
Analytical Skills: effectively uses data to generate insights for operations excellence
Planning & Prioritization: highest impact, highest value
Financial & Business Acumen
Communicates Effectively and Candidly
Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
Process Improvement: Strive to continually improve
Ability to build and leverage talent
Ability to work in a challenging, fast-paced environment and to adapt to new situations as they arise
Ability to effectively communicate, inform, and influence senior leaders
Ability to work cross-functionality on multiple initiatives with a successful record of advancing projects
Our Values
EVERYONE BELONGS:
We believe connectedness and belonging are the essential ingredients to our success
DO THE RIGHT THING:
We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult
PEOPLE FIRST:
To craft positive experiences for our customers, we take care of each other first
INNOVATE TO WIN: We champion and challenge for a better way in all we do
HAVE FUN: We find joy, create meaningful impact and celebrate the journey together
Our Core Competencies
CUSTOMER CENTRIC:
We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence
RESULTS DRIVEN:
We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges
CONTINUOUS IMPROVEMENT:
We champion for better through strategic risk taking, experimentation and challenging the status quo
BIAS FOR ACTION:
We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry
WINNING TOGETHER:
We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity
Papa Johns is an equal opportunity employer.
Papa Johns is a federal contractor that participates in the E-Verify program to confirm employment eligibility for each new team member. We also comply with all Right to Work requirements. Official E-Verify and Right to Work notices are available for applicants to review in both English and Spanish.
